When a booking doesn't happen or a stay ends early, part of your money comes back. Here's what you get back, where it goes, and how long it takes.
How do refunds work?
The article was updated on 22. 9. 2026.
Sometimes a booking doesn't happen, or a stay ends sooner than planned. This article puts the refund rules in one place – how much comes back, where it goes, and when.
When is money returned to me?
- You cancel before your lease agreement is valid. With a regular booking request nothing has been charged yet, so there is nothing to return – see this article. With an instant booking you have already paid, so we return your payment in full.
- You cancel after your lease agreement becomes valid, before you move in. You get part or all of your first payment back, based on the cancelation policy of the listing.
- You end the lease early after moving in. The service fee is not returned, and what happens with the rent depends on the notice period – see early termination.
- The host cancels the booking. You get your payment back in full.
- You paid more than you had to. An overpayment is used for your next rent, or sent back to you.
How much comes back?
Two parts of your payment follow different rules.
The first rent follows the cancelation policy of the listing. Each listing has one of three policies, and the earlier you cancel before your move-in day, the more you get back. You can find the policy that applies to you in the booking detail in the Bookings section of your profile.
The service fee is always refundable, but the form depends on timing:
- If you ask our support team to cancel the booking within 48 hours of your lease agreement becoming valid, you get the service fee back as money.
- After those 48 hours, you get it back as a voucher for the same amount. The voucher is valid for 12 months and you can use it for your next booking.
What about the deposit?
The refundable deposit is separate from all of this. The cancelation policy doesn't apply to it, so if you have already paid it and the booking is canceled, you get the whole deposit back.
After a stay, the host returns the deposit within 7 days of the end of the lease, as long as the property is in good condition. Normal wear and tear is expected and doesn't count as damage.
Where does the money go, and when?
We send refunds back the way you paid – to the card you used, or by bank transfer. For a bank transfer we may ask you for your account details.
Most refunds are processed within a few business days after the cancelation is finalized. You don't need to arrange anything yourself; once the cancelation is done, we take care of it.
Why is the amount on my statement different?
We always send back the exact amount you paid, in the same currency. Nothing is deducted on our side.
The amount can still look different on your statement if your bank converted the payment for you – for example when you paid in euros from an account in another currency. Your bank uses its own exchange rate on the payment and again on the refund, and it can charge a fee for each one. You can read more about currencies in this article.
How do I ask for a refund?
Contact our support team and tell us which booking it concerns. We prepare the cancelation documents for you, and once they are signed, the refund follows automatically.
